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Scotiabank’s Customer Contact Centre in Jamaica achieves World Class Certification - 3 years in a row

Scotiabank | 2014-04-25 00:00:00

Scotiabank’s Contact Centre in Jamaica has once again been certified by the Service Quality Management Group (SQM) as a World Class Centre for the third year in a row. This achievement places the Scotiabank team in an elite group of only 5% of all clients surveyed by SQM to achieve certification in 2013.

Jacqueline Sharp, President and CEO of Scotia Group in her congratulatory message to the proud Contact Centre team said:  “Achieving this certification exhibits the consistent world class experience that our agents deliver to our customers. It clearly positions the Scotiabank Contact Centre in Jamaica as a Centre of Excellence and the Best-in-Class standard for the industry across the region.”

The SQM Group is a leading North American research firm for benchmarking, consulting, and awarding call centre performance. They have the most prestigious and sought after awards programme that recognizes call centres and their staff for world class customer satisfaction. World Class Certification is based on a minimum of 80% of all surveyed customers giving top box scores for resolution, satisfaction with the customer service representative and their overall experience with the call centre. SQM surveys over 1 million customers annually across various industries including top banks in the United States, Canada and the Caribbean.

Jamaica’s Contact Centre is one of Scotiabank’s regional contact centres serving customers in 18 countries across the English Caribbean Region. It forms a part of Scotiabank’s integrated channel strategy focusing on delivering outstanding customer experiences and first call resolution, creating capacity in branches and executing sales and service activities to strengthen customer relationships and engagement.

Reuben Canagaratnam, Vice President, Caribbean Contact Centres said the Jamaica Contact Centre is a shining example of service excellence. “At Scotiabank, a primary focus of our culture is to keep the customer at the centre of everything we do. This award is an endorsement from our customers.” Sheila Segree-White, General Manager, Scotiabank Contact Centre commented further “This recognition is a testament to the quality of our hard working team.  As the first point of contact for Scotiabank they proudly represent the best at understanding our customers’ unique needs and providing suitable solutions.”

The Contact Centre handles over 2.5 million customer contacts each year delivering 24-7 service to customers throughout the English Caribbean Region. Through customer initiated contacts, proactive outbound calls and their most recently added channel, social media, Scotiabank offers convenient channels for their customers to do banking at their own convenience.

  About Scotiabank:
Scotiabank has been in Jamaica since 1889 and is the premier financial institution in the country with just over 2,000 employees and 34 Branches Island wide. Scotiabank is a subsidiary of Scotiabank Group which offers a diverse range of products and services including personal, commercial, and small business banking; wealth management; insurance; and mortgages. The Group is an award winning institution having been named on numerous occasions as the Bank of the Year and Best Bank in Jamaica by international financial publications - the Banker, Latin Finance, Euromoney, and Global Finance magazines.  The Scotiabank Group has $389 billion in assets (as at Oct 31, 2013).  For more information please visit  

Contact:  Hope McMillan-Canaan
Public Relations and Corporate Affairs Manager, Scotiabank
Tel: 932-0366 / 321-0003

Posted By :Hope McMillan-Canaan

Company Name : Scotiabank

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